Why Your Call Center Should Not Send Customers to Voicemail [Whitepaper]

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Why Your Call Center Should Not Send Customers to VoicemailDo you send customers to voicemail when there are not enough agents to handle calls? When hold times are too long? Or as an option regardless of hold times? If so, then thank goodness you’re here, because using voicemail in the contact center can have serious consequences that you might not be aware of. In fact, you’re better off leaving callers on hold!

In this mini complementary whitepaper, you’ll learn the major problems that can occur when using voicemail in the contact center, and how a true call-back system can help to remedy these issues. Inside you’ll find 5 key areas of contention when using voicemail.

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4 Call Center Reports Worth Your Time

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4 Call Center Reports Worth Your TimeOne of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers.

The vast number of companies doing “content marketing” means there is a lot of material out there. Sadly, that’s made it hard to find quality among all the fluff, so we’ve assembled 4 recent reports that we feel are worth your time. We’d like to express how grateful we are to the authors (and sponsors that back them) for the hard work that goes in to producing this content. They feature original research and cover topics such as consumer channel preference, the growth of chat, the ROI of social media for customer support, and much more.

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How to Lower Abandon Rates and Improve the CX with One Solution [Webinar]

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[Webinar] How to Lower Abandon Rates and Improve the CX with One Solution Have you ever wondered why credit unions continue to rank the highest for customer satisfaction compared to other financial institutions? The reason for their continued success is simply because they work diligently on building a strong customer experience for their members. But when unpredictable events occur, even the best in the industry need a helping hand. Dealing with a spike in call volume or a shortage of agents can be detrimental to the call center experience. The result is typically a rise in hold time, an increase in abandonment, angry callers, and stressed out agents.

Fortunately, there’s an easy and affordable approach that call centers can take to protect themselves against these common scenarios. Continue reading →

Top 10 Angry Tweets from Customers Waiting On Hold

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Top 10 Angry Tweets from Customers Waiting On HoldOnholdwith.com is a community-driven platform that aims to end hold time for customers. The website tracks companies who are experiencing the most complaints on Twitter from people waiting on hold. It’s our way of recognizing which businesses need to improve their call center hold times, and could benefit from a call-back solution like Fonolo’s. But the most interesting part of onholdwith.com are the tweets themselves.

By the time someone has taken to social media to unleash their innermost hold-time frustrations, the result can be truly eye-opening, and sometimes pretty darn hilarious. I mean, if you’re waiting on hold for 4 hours, you have to find humor in hearing, “Your call is important to us, please hold,” for the 89th time, right?

We’ve looked at the top 10 hold time offenders this month, and scoured their Twitter complaints to compile some of the most cringe-worthy responses to waiting on hold.

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Why We Love Call-Backs (And You Should, Too!)

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Why We Love Call-Backs (And You Should, Too!)Consumers today are more demanding than ever, especially when it comes to the call center experience. If you leave callers on hold, they will complain to your agents (leading to longer handle times) and they will vent on social media.

Meanwhile, call centers are under pressure to live up to these expectations while keeping costs contained. If your company has long wait times, and if you don’t have the budget to staff up, you should consider adding a call-back solution.

Simply put, replacing hold-time with a call-back is the closest thing to a “magic bullet” that you’ll find in the call center world.

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6 Customer Satisfaction Statistics Worth Considering

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6 Customer Satisfaction Statistics Worth ConsideringHere’s an obvious statement for you, “Make sure customers are 100% happy with their experiences”. This truth goes without saying, since happy customers – those who actually like doing business with your brand – are also more likely to be loyal to your brand. And as you know, a happy customer is the result of having positive experiences with your business, which leads to increased customer satisfaction and ultimately revenue generation.

In a recent whitepaper we highlight some notable statistics around the importance of Customer Satisfaction (CSat), Customer Effort Scores (CES), and Net Promoter Score (NPS). While CSat tells you how happy customers are, NPS measures customer loyalty, and CES helps you understand where grievances lie. CSat, NPS, and CES are best used together to achieve an accurate understanding of your customers and predict long-term business needs.

If you want to improve your customer satisfaction strategy, boost customer retention, and impact the bottom-line, then it’s worth considering how these statistics can help you.

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Catch Fonolo at the ICMI Contact Center Demo & Conference

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FonoloCatch Fonolo at the ICMI Contact Center Demo & Conference is excited to return as a sponsor for this year’s Contact Center Demo & Conference, happening September 25-27th at Mandalay Bay in Las Vegas, Nevada. The Contact Center Demo & Conference is produced by ICMI – a trusted advisor in the contact center industry – and is an independent, forward-thinking program focused on future contact center trends.

Attendees will have the opportunity to solve new challenges facing the call center space, chat with industry recognized thought leaders, and speak to vendors about the latest solutions.

At this year’s event, Fonolo will be showcasing its brand new feature-rich customer portal, equipped with scheduled call-backs, improved call-back metrics, and a more simplified way for international contact centers to deploy call-backs. Continue reading →

Is an 80/20 Service Level Your Call Center’s ‘North Star’?

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Is an 80/20 Service Level Your Call Center’s ‘North Star’? The concept of a “North Star” metric has become a fashionable discussion among start-up culture. The idea is that companies should find a single, simple metric to focus on and, if they choose well, it will align everyone on the team with the actions needed for success. Check out this deck on that topic from Sean Ellis, who popularized the “growth hacking” phenomenon.

Call centers are highly focused on metrics too. If most call center teams had to pick a “North Star” it would be service level, which measures the length of time callers wait to reach an agent. It’s kind of surprising that, despite all the enormous changes that have occurred in customer service technology, the dominant metric remains service level. Even more surprising is that most call centers would name the same target value for that metric: the magical “80/20”. Why is this so? Continue reading →

5 Things Only Your Customers Can Teach You

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5 Things Only Your Customers Can Teach You

There are many different ways of learning how to grow your business or providing better service to your customers. Some companies use industry reports and trends, others bring in an expert to help, and some rely on mimicking competitors as a way to succeed. What’s funny is that with all the resources we have at hand, our customers can actually be the most insightful.

By examining conversations with your customers you may be able to uncover new ways of succeeding. The contact center is a great place to gather such invaluable intel. Take your chat conversations, customer surveys and recorded conversations, and you’re sure to discover some hidden gems. Here are 5 things that only your customers can teach you:

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How Your Mobile App Can Eliminate Customer Service Disasters

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How Your Mobile App Can Eliminate Customer Service DisastersIn case you’ve been living on an island in Tahiti, with no communication to the outside world, you may not know how important mobile apps have become. In that case, let’s recap. Mobile apps are software applications designed to run on smartphones, tablets and other mobile devices. They dominate the time spent on mobile devices by 74% compared to mobile time spent on the web. Additionally, 75% of US adults will use a smartphone in 2017, while Millennials become more willing to make purchases within apps, (nearly 50% of them are making five or more in-app purchases annually). Today, most consumers are multi-channel users, meaning they channel hop from desktop, mobile, and phone, throughout a transaction; this makes mobile support increasingly important.

A mobile application is essential for a multitude of reasons, namely to support customer service and enhance the experience. Importantly, mobile apps can put out fires that could otherwise cost you big time. Here are 4 ways your mobile app helps to prevent customer service disasters:

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